IT Service Delivery Manager

Finance & IT · UK/Portugal/Spain, Edinburgh, City of
Department Finance & IT
Employment Type Permanent

Main Function & Scope:

IT Service Delivery Manager is required to create a new Service Delivery Operating model within Ventient Energy. The role will provide end to end services, 1st, 2nd and co ordinating 3rd, so a wealth of experience is required in service operations, vendor and supplier management, (commercial & service)


The role will hold solid ITIL and Project Management experience. This role is a full service management role, end-to-end,  therefore experience of setting up, managing and monitoring  managed services is a must.


The IT Service Delivery manager will become the owner of the Vendor/supplier relationships, Contracts, Service Request and Escalation processes, Change, Incident, Problem ensuring high levels of performance, accurate reporting and establishing service improvement activities when required.


You will be expected to champion IT Service Delivery in daily IT Operations and projects, developing a strong understanding of projects impacting on IT service provision and ensure impact is agreed and minimised. Must have strong knowledge of service transition.


The IT Service Delivery Manager will require excellent communication skills and be extremely confident liaising with higher management, stakeholders and third parties, producing improvement plans, drive internal and third-party service review meetings, covering performance, service improvements, quality, and processes.

Key Responsibilities: 

  • Contribute to the delivery of the end user IT services to the business and support projects.
  • Responsible for setting up and managing outsource vendors who provide 1st and 2nd line support and work with internal IT to delivery best in class service.
  • Responsible for commercial contracts for all outsourced IT services and maintain a commercial database of all services.
  • Maintain a service catalogue of all IT services including assets and software.
  • Ensure the IT team operating objectives and standards of performance are met
  • Responsible for IT service standards and consistency across the group
  • Ensure that all changes in legislation/regulation that affect licensing records/details and software are addressed and dealt with in a timely manner
  • Ensure Delivery of monthly service reports and present to IT Director and IT leadership team.
  • Work in partnership with the other teams to ensure the overall delivery of the IT policies and objectives, procurement, and budgeting.
  • Responsible for the effective and efficient operational performance of business systems and applications working with the Business Applications Manager (Peer).
  • Maintain a stable and reliable environment for all IT systems and networks capable of delivering on agreed service levels and follow cybersecurity best practice following guidelines set by IT Security Manager (peer)
  • Define, review, and monitor IT KPI's and ensure the team deliver against them.
  • Ensure that IT adhere to and deliver against agreed SLAs with the business. The role will help defining those.
  • Responsible for the management of mobile phones and smartphones.
  • Work closely with IT Leadership Team, HR team on the development and implementation of training programmes to raise awareness of IT productivity tools.
  • Implement an ITIL based environment methodology
  • Maintain a high level of understanding of current and future technologies with a view to their level of appropriateness to the business.
  • Ensure an IT Disaster Recovery Plan is in place, validated and tested regularly
  • Ensure that Regular and controlled maintenance of the systems and applications follows change control with minimum impact to users.
  • Deliver IT projects on time and to budget. Work with IT leadership team to deliver new initiatives.
  • Carry out induction training and development programs, working with IT leadership and HR team.

Competencies & Behaviours: 

  • Effective communicator, internal and external
  • Pragmatic approach with Can do Attitude
  • Vendor and Service management
  • Negotiation skills

Skills & Knowledge: 

  • Demonstrated knowledge and experience in delivering IT systems and services in a mission critical environment.
  • Commercial, with evidence of the ability to deliver pro-active and reactive plans.
  • Ability to analyse and evaluate data against key indicators, to monitor programmes, projects and plans to set targets.
  • Computing degree or equivalent experience
  • Accreditation in a project management methodology
  • Accreditation in a service delivery methodology, ITIL is a must.
  • Experience of leading/managing others to include training, development, motivating and setting goals
  • Demonstrated proficiency using key software (Word, Excel, PowerPoint, Outlook, Visio, Project)
  • Attention to detail
  • Good verbal and written communication skills
  • Ability to meet financial targets
  • Demonstrated ability to interact effectively with people at different levels

Relevant Experience:


  • Experience of outsourcing 1st and 2nd line IT Support
  • Greenfield setups,
  • Small to Medium companies
  • Energy or utilities understanding

Thank You

Your application was submitted successfully.

  • Location
    UK/Portugal/Spain, Edinburgh, City of
  • Department
    Finance & IT
  • Employment Type